AccountId: 011433970860
ContactId: fc5c8794-9dc7-48d7-bde0-e24a5e159803
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143779 ms
Total Talk Time (AGENT): 53968 ms
Total Talk Time (CUSTOMER): 55496 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/fc5c8794-9dc7-48d7-bde0-e24a5e159803_20250212T20:31_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I'm calling from Mitchell I Center, and I'm trying to get a patients, um, general benefit and eligibility for like specialist copay.
[AGENT][POSITIVE] Can I have your name and a callback number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] My name is [PII] and our phone number is [PII].
[CUSTOMER][NEUTRAL] You were aware
[AGENT][NEUTRAL] Thank you, [PII]. And what is that member's policy number that you're inquiring eligibility for today?
[CUSTOMER][NEUTRAL] It is 02505433.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], I'm sorry.
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] You're calling to verify our office visits. This member's policy has 5 office visits per calendar year with $100 per visit, and this is not a guaranteed benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And has she had any visits this year or no?
[AGENT][NEUTRAL] She has, let me see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like she has had one. She's had one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you did say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with? No, ma'am, that's what we would pay up to $100 if it was like $125 we will pay up to.
[CUSTOMER][NEUTRAL] And there's no deductibles, is there?
[CUSTOMER][NEUTRAL] Yeah, I'll pay up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Perfect all right thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a great day, [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thanks. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.